Required Security Clearance:
NATO SECRET
SCOPE OF WORK
Enhance the support model for NBAC-delivered services, focusing on maintaining existing on-premise COTS applications while providing support during the assessment and migration to cloud infrastructure.
Atlassian Products Configuration And Automation (on-prem Or Private Cloud)
Under the direction / guidance of the local NCIA Service Delivery Manager or the NCIA Service Area Owner, the following activities will be supported:
* Design, implement, and manage Atlassian products on Azure private cloud as well as on-prem. Jira Service Management (JSM) and Jira Software (JS) are the main products.
* Ensure seamless integration with internal and external applications and systems.
Containerization And Kubernetes
* Design, implement, and manage Kubernetes environment that run in private cloud environments
Cloud Configuration (Azure, AWS):
* Configure CI/CD Pipelines
* Manage EntraID Groups and Roles
* Manage and configure different Cloud components
COTS End-User Support:
* Provide third-level support for end-user queries.
* Troubleshoot and resolve software issues, ensuring minimal disruption to users.
* Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.
Incident Logging And Tracking
* Log and track support incidents using the helpdesk ticketing system.
* Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
Escalation
* Escalate complex issues to vendor support or appropriate teams when necessary.
* Follow up on escalated issues to ensure timely resolution and user satisfaction.
Knowledge Base Management
* Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
* Share knowledge and best practices with team members to improve overall service quality.
Technical
* Controlling, managing and providing access to the restricted areas managed by the business area.
* Ensuring the proper functionality and security of software and hardware managed by the NBAC.
* Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications.
* Providing support to NBAC team for security approval and accreditation of software applications and CIS.
* Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services.
Communication And Collaboration
* Communicate effectively with users to understand their issues and provide clear instructions.
* Collaborate with IT teams to resolve issues and improve service delivery.
SKILL, KNOWLEDGE & EXPERIENCE
This role is critical for maintaining efficient IT support operations, ensuring users receive timely and effective assistance with HR Applications services. The proposed person to deliver these services should be a motivated engineer with strong problem-solving skills, full proficiency in English, and a passion for customer service.
The consultancy support for this work requires an experienced Service Engineer (L3 Support) with the following qualifications:
Technical Proficiency
* Expert knowledge of Linux server infrastructure and Windows server infrastructure.
* Expert knowledge in designing, implementing, and optimizing Jira Service Management projects, including request types, workflows, screens, fields, security, SLA's and automation rules.
* Expert knowledge in configuring and managing JSM portals.
* Strong experience with Advanced JQL (JIRA Query Language) for reporting, filtering and dashboard creation.
* Understanding of JSM security best practices including project and global permissions.
* Deep knowledge of Software Programming Principles.
* Good knowledge of JAVA or Groovy Programming Language.
* Good knowledge of Version Control Systems such as GIT.
* Good understanding of Microsoft Azure or Amazon AWS.
* Good knowledge of Microsoft Entra ID.
* Good knowledge of REST APIs for custom integrations.
* Good knowledge of Docker and Kubernetes technologies.
* Good knowledge of configuration of Continuous Integration (CI) and Continuous Deployment (CD) in Azure DevOps.
* Good knowledge of implementing monitoring and logging solutions such as Prometheus, Grafana.
* Expert Knowledge of web servers such as IIS and Apache Web Server.
* Strong understanding of ITIL principles (Incident, Problem, Change, Request Fulfilment, Service Level Management) and their application in JSM projects.
* Good experience of the Agile Methodology.
* Expert knowledge of networking infrastructure.
* Expert knowledge of PKI.
* Deep understanding of security constraints and requirements in CIS.
* Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards.
* Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint.
* Experience in human resource (HR) IT applications related to personnel, posts, organizations, identity management and badges.
* Experience (at least two years) in various areas of Software Engineering including some of the following: Requirements elicitation and management (including non-functional requirements for Operations & Maintenance); SW change management and testing; Application release and deployment management; Configuration management practices and tools; Application Lifecycle Management concept and tools.
* Knowledge of NATO HR processes.
* Knowledge and experience in state-of-the-art technologies, relevant to software engineering: Technologies and standards (at least 4 of them): HTML5, REST Services, Web Services, XML, SQL, Visual Basic for Applications; Application server technologies and Relational data base management systems; programming languages and platforms like .NET, C#, JAVA, Groovy, JavaScript.
Problem-Solving Skills:
* Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
* Ability to guide users through problem-solving steps effectively.
Communication And Interpersonal Skills
* Excellent verbal and written communication skills.
* Full proficiency in English. French language proficiency is of advantage.
* Ability to communicate technical information to non-technical users in a clear and concise manner.
Customer Service Orientation
* Strong customer service focus with a commitment to user satisfaction.
* Patience and empathy when dealing with user issues and concerns.
Organizational Skills
* Ability to manage multiple support tickets and prioritize tasks effectively.
* Attention to detail in documenting support activities and maintaining accurate records.
Team Collaboration
* Ability to work effectively as part of a team and share knowledge and resources.
* Willingness to collaborate with colleagues to solve complex issues.
Others
* The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
* The candidate must have the nationality of one of the NATO nations.
* The candidate must possess a NATO Secret Security Clearance or national equivalent.
* Prior experience of working in an international environment comprising both military and civilian elements.
This is a condensed version of the job description. A full, detailed job description will be provided during the application process.